At Voxeo's Customer Summit 2010, Voxeo's President Anne Bowman and Chief Culture Officer Ryan Campbell outlined Voxeo's unique culture and how it helps build a world class service organization. More info at: http://www.voxeo.com/ http://www.voxeo.com/summit2010 http://blogs.voxeo.com/

1. Voxeoʼs Unique Business
Culture
Building a World Class Service Organization
Anne Bowman, Voxeo President
Ryan Campbell, Voxeo Chief Culture Officer

2. The Science
 FOCUS on solving the right business
problems
 Listen to our customers
 Identify the right positions &
recruit the right talent to fill them
 Create the environment for
that talent to execute
 Identify the right metrics and
constantly monitor them to
determine our progress
© Voxeo Corporation

3. BHAG - Circa 2000
© Voxeo Corporation

4. BHAG - Today
To be recognized as the
place to develop and
deploy communications
applications.
© Voxeo Corporation

5. 2010 Cultural Focus
PROJECT SALES
 New Sales Scientist Leader
 Year of the Partner
 Deep Customer Relationships
 Solve Business Problems
 Sales SLA
© Voxeo Corporation

6. The Science
 Focus on solving the right business problems
 Listen to our customers
 Identify the right positions &
recruit the right talent to fill them
 Create the environment for
that talent to execute
 Identify the right metrics and
constantly monitor them to
determine our progress
© Voxeo Corporation

7. NetPromoter Defined
 Measure of customer loyalty that fuels
profitable growth
 Leading indicator of CHURN
 It is a result of world class service
 We obsess over creating experiences that
build trust and deepen loyalty with our
partners.
© Voxeo Corporation

8. Net Promoter Scoring
“How likely is it that you would you recommend Voxeo
to a friend or colleague?”
Detractors Passives Promoters
0 1 2 3 4 5 6 7 8 9 10
Not at all Neutral Extremely
likely likely
% of PROMOTERS % of DETRACTORS
NPS
Voxeo Achieved 57% NPS in 2010
Source: “The Ultimate Question” by Fred Reichheld
http://www.netpromoter.com/netpromoter_community/index.jspa
© Voxeo Corporation

9. Where weʼre going
© Voxeo Corporation

10. The Science
 Acute focus on solving the right business
problems
 Listen to our customers
 Identify the right positions &
recruit the right talent to fill them
 Create the environment for
that talent to execute
 Identify the right metrics and
constantly monitor them to
determine our progress
© Voxeo Corporation

11. TopGrading Defined
What is it?
 A process for creating high performance teams
 A system that increases the success rate for picking the
right people
How does it work?
 Scorecards for all roles throughout the organization
 Periodic Talent Reviews for all Voxeons
 Consistently use a highly structured interviewing/
hiring process (CIDS)
 Develop and maintain a Virtual Bench of future
potential Voxeons
© Voxeo Corporation

12. What does TopGrading do for Voxeo?
 Maximize the number of top performers
throughout Voxeo
 Manage & maximize
talent within teams
 Retain our top talent
 Identify & hire top
candidates
 Minimize hiring mistakes
© Voxeo Corporation

13. StrengthsFinder Defined
What is it?
 A tool to build awareness of natural talents &
insight into personality
 Focuses on strengths, not weaknesses
 Similar to Meyers Briggs or “personality tests”
you may have taken on the web or Facebook
How does it work?
 Online test which takes about 30 minutes
 Produces personalized detailed assessment
© Voxeo Corporation

14. Benefits For Voxeons
 Uncover blind spots for
teams and create
partnerships
 Manage to Voxeons’
strengths
 Ensure that Voxeons
have the opportunity
to do what they do
best every day
© Voxeo Corporation

15. The Science
 Focus on solving the right business problems
 Listen to our customers
 Identify the right positions &
recruit the right talent to fill them
 Create the environment for
that talent to execute
 Identify the right metrics and
constantly monitor them to
determine our progress
© Voxeo Corporation

16. Core Values
Customer Obsession.
We obsess over earning customers for life.
Unlocked Communications.
We unlock the neglected potential of communications.
Passionate Problem Solving.
We embrace innovative ways of
thinking, communicating and working.
Unconventional Community.
We are a family that works hard, laughs often and
embraces individuality.
© Voxeo Corporation

17. Customer Obsession
© Voxeo Corporation

18. Unlocked
Communications
© Voxeo Corporation

19. Passionate Problem Solving
© Voxeo Corporation

20. Unconventional Community
© Voxeo Corporation

21. UNCOVENTIONAL COMMUNITY

22. Culture Office
Customer Account Product
Voxeo U
Experience Management Management
Human
PMO IT
Resources
© Voxeo Corporation

23. Voxeoʼs Path
© Voxeo Corporation

24. Building Engaged Voxeons
Florida’s Best Companies
• Top 20 in 2009
• On again in 2010
Q12
• Employee
Engagement
Peer Reviews
• Keep, Start, Stop
Focus on Goals
© Voxeo Corporation

25. Voxeo University
 Orientation for every Voxeon
• Culture
• Product
• Core Values
 Management training
• First Break All the Rules
• Five Dysfunctions of a Team
• Now Discover Your Strengths
 Continuing Education for Voxeons
 Partner Training
© Voxeo Corporation

26. We do things differently
 Everyone is in Customer Support
 Set Goals That Others Wouldn’t Attempt
 Weekly All Hands Meeting
 Customer Obsession Award
 Culture Crew
© Voxeo Corporation

27. The Science
 Focus on solving the right business problems
 Listen to the customer
 Identify the right positions and
recruit the right talent to fill them
 Create the environment for
that talent to execute
 Identify the right metrics and
constantly monitor them to
determine our progress
© Voxeo Corporation

28. The Metrics that Matter
© Voxeo Corporation